After you submit a document to Take Command, it is reviewed for eligibility and compliance, and most reviews are completed within 7–10 business days.
How long does document review take?
Most documents are reviewed within 7–10 business days after submission. Expense-specific reviews, such as reimbursements, are typically completed within 5–7 business days, depending on workload.
Documents are reviewed in the order they are received.
During periods of high submission volume or around holidays, reviews may take longer, potentially extending up to 3 weeks (21 business days).
If additional information is required, the review timeline may be extended until the requested documentation is received. Corrected reimbursements may experience delays due to high workloads, but outcomes will be communicated promptly via email.
What does my document status mean?
In Review
Your document has been received and is actively being reviewed by the Take Command team.
No action is required unless you're contacted for additional information.
Pending or Reviewing
Your document has been successfully submitted and is waiting in the review queue.
No additional action is required while your submission is awaiting review.
Needs Review
This status indicates that your document, such as proof of coverage, has been submitted successfully and is waiting to be reviewed.
No action is required unless Take Command requests additional documentation.
What happens after my document is reviewed?
After the review is complete, you'll receive one of the following outcomes:
Your document is approved.
You're asked to provide additional information.
You're asked to upload corrected or replacement documentation.
You'll receive updates through your Member Portal and, when applicable, by email.
Do I need to do anything while my document is being reviewed?
No. After submitting your documentation, you don't need to take any additional action unless Take Command contacts you for more information.
Submitting duplicate documents will not speed up the review process unless you're specifically asked to provide updated documentation. Additionally, approved applications typically cannot be resubmitted or edited through the portal; assistance may be required for changes.
How can I check the status of my review?
You can monitor the status of your submission by:
Logging in to your Take Command Member Portal.
Viewing your document or proof of coverage status.
Monitoring your email for approval notifications or requests for additional information.
When do these timelines not apply?
The standard 7–10 business day review timeline may not apply if:
Additional documentation is required.
Your submission is incomplete or unreadable.
Review volumes are unusually high.
The review occurs during holidays or other periods of increased processing time.
In these situations, your review may take longer to complete. If your review is time-sensitive — for example, you need coverage confirmation for an upcoming medical procedure or a payroll deadline — contact Customer Experience via chat or by phone at 1-855-TCH-HRAS (1-855-824-4727) and explain your urgency. A representative can investigate whether expedited handling is possible for your submission.
Key takeaway
Most documents submitted to Take Command are reviewed within 7–10 business days, with expense-specific reviews often completed in 5–7 business days. During high submission volumes, reviews may take up to 3 weeks (21 business days). While your submission is being reviewed, no action is required unless you're contacted for additional information. You can track your document status through your Member Portal and watch for email updates throughout the review process. For urgent cases, escalation procedures are available to prioritize your review.
When your review has been pending unusually long
My document has been In Review for more than 10 business days
If your submission has been in Pending, Needs Review, or In Review status for more than 10 business days without any email communication, contact Customer Experience:
Email support@takecommandhealth.com or use the in-portal chat.
Include your name, employer name, the date you uploaded the document, and the document type (e.g., proof of coverage, medical expense claim).
CX can locate your submission in the review queue and tell you the specific reason for any delay or deficiency.
If your review is time-sensitive for a payroll deadline or an upcoming medical procedure, say so explicitly. CX can request expedited handling for time-critical cases.
My document was declined — but the portal or email does not show a reason
If the portal shows Declined or Noncompliant without a specific reason, and you did not receive a decline email, contact Customer Experience with your name, employer name, and the date you submitted the document. They can review the specific deficiency and tell you exactly what to correct before resubmitting.
Common deficiencies that cause declined status without a clear message:
The document does not include a date within the last 30 days (a prior-year invoice, for example).
The plan name, carrier name, or premium amount is missing from the document.
The file was submitted as HEIC, TIFF, or another unsupported format.
The document is a payment screenshot rather than an invoice or billing statement — payment history alone is not accepted as proof of coverage.
I resubmitted but the review clock reset — will I lose retroactive reimbursements?
No. Resubmitting a corrected document does not forfeit your retroactive reimbursement eligibility. Once your corrected proof of coverage is approved, reimbursements are calculated retroactively back to your HRA eligibility start date — you do not lose the months you spent in review. The review clock resets to 7–10 business days for the corrected submission.
Support hours and how to reach a person
Customer Experience is available Monday–Friday, 8:00 AM–6:00 PM Central Time. To reach a person:
Chat: use the in-portal support chat (look for the chat icon in your Member Portal or Admin Portal).
Email: support@takecommandhealth.com.
Phone: 1-855-TCH-HRAS (1-855-824-4727) — available during business hours for time-sensitive cases.
Outside business hours, email or portal chat are monitored and will be responded to on the next business day.